Hi, I’m
Javon Ard
Mesquite,Texas
Summary
Dynamic customer service professional, skilled in application processing and technical problem-solving. Known for exceptional attention to detail and adaptability, I thrive in fast-paced environments, consistently enhancing customer relations and resolving complex issues to improve customer outcomes. Committed to delivering superior support and fostering strong team collaboration.
Overview
11
years of professional experience
Work History
Willis Towers Watson
Application Service Representative
08.2024 - 12.2024
Job overview
- Utilized active listening techniques to assess customer needs and provide effective resolutions accurately
- Performed administrative duties such as filing documents, entering data into the system, and answering phones
- Assisted customers in navigating complex systems or processes, displaying patience and understanding
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 15 customers each day.
McKesson (RemX Staffing)
Customer Service Representative
05.2023 - 05.2024
Job overview
- Processed patient applications for Merck assistance programs for medication, reviewed applications for case managers, assisted health care providers and patients with completion of applications and program details and information
- Processed all new faxed and emailed documents for current and new patients
- Assisted supervisors and lead with correcting case errors and rebuilding correct cases for patients
- Assisted Case managers with the necessary information needed and required for completed application for patient program referrals
- Responded to customer requests for products, services, and company information.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Brinks Home Security
Customer Technical Support Representative
10.2020 - 04.2023
Job overview
- Providing solutions to techs' technical issues by identifying the problem, researching answers, and guiding the techs step-by-step through corrective measures for one-call resolution
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Researched and identified solutions to technical problems.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over the phone.
Alliance Bancard Systems
Account Support Representative/Technical Support Technician
03.2018 - 09.2020
Job overview
- Review invoices, create receipts, and place orders
- Track and follow up on open orders, as well as partner with our Fulfillment Center
- Provide and process orders for all internal Techs
- Remotely assist with monthly inventory counts
- Provide step-by-step technical help
- Processed Medicare applications, ensuring accuracy and timely completion
- Supported Benefit Advisers in resolving application errors and providing necessary information
- Addressed patient inquiries on benefit summaries and reimbursement accounts
- Balanced up to 3 accounts simultaneously, maintaining regular contact and professional relationships with each.
Entergy Corp
Tech CSM
08.2013 - 02.2018
Job overview
- Handling customer technical support cases through phone and email submission
- Work with clients to solve various types of technology problems, including Wi-Fi/network connectivity; hardware and software issues; credit card terminal processing and Point of Sale (POS) integration; Bluetooth devices and cabled printers; with a knowledge of mobile applications, navigation, and downloads
- Assists with inquiries including funding, billing, fee, statement questions, change requests, etc
- Completes follow-up with leads, customers, management, and departments
- Attends ongoing training sessions to develop expert-level proficiency in products, services, tools, and procedures
- Performs clerical duties such as scanning, filing, faxing etc
- Kept accurate records to document customer service actions and discussions.
Education
Northwestern State University of LouisianaNatchitoches, LA
B.S. from General Studies/Social Sciences
12.2000
Skills
- Microsoft Office
- Application Processing
- Technical support
- Database management
- Remote assistance
- Time management
- Adaptability and flexibility
- Critical thinking
- Active listening
Additional Information
Performance scores were beyond average and expected: QA was 90% and above, schedule adherence was 85% and above, and CSAT scores were an average of 90% and above. Great multitasker, worked with operations with recommendations on improving customer service processes., References available upon request
Timeline
Application Service Representative
Willis Towers Watson
08.2024 - 12.2024
Customer Service Representative
McKesson (RemX Staffing)
05.2023 - 05.2024
Customer Technical Support Representative
Brinks Home Security
10.2020 - 04.2023
Account Support Representative/Technical Support Technician
Alliance Bancard Systems
03.2018 - 09.2020
Tech CSM
Entergy Corp
08.2013 - 02.2018
Northwestern State University of Louisiana
B.S. from General Studies/Social Sciences
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